Contact Center Trainer

MCI Careers; San Fernando; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meals during training

Career growth opportunities

Performance and loyalty bonuses

Employee shuttle services

Job summary

MCI Careers is seeking a Contact Center Trainer in San Fernando, Pampanga, Philippines. The trainer will deliver impactful training sessions for new hires and existing agents, develop tailored training materials, and collaborate with operations to identify training needs. Candidates should have a Bachelor's degree, 2+ years of BPO training experience, strong communication skills, and be fluent in English and Spanish. This role offers various employee benefits including health and dental coverage, career growth opportunities, and performance bonuses.

Qualifications

• 2+ years of experience as a trainer in a BPO or high-volume contact center.
• Experience with virtual training tools.
• Ability to manage multiple training batches in a fast-paced environment.

Responsibilities

• Deliver engaging training sessions for new hires and existing agents.
• Develop training materials and manuals tailored to client processes.
• Collaborate with operations to identify training needs.

Skills

Facilitation

Communication

Interpersonal Skills

Bilingual (English and Spanish)

Education

Bachelor’s degree in Education, Communications, or a related field

Tools

Learning Management Systems (LMS)

Microsoft Office

Contact Center Platforms

Job description

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are looking for a skilled and enthusiastic Contact Center Trainer to join our team. You will be responsible for delivering high-impact training programs that prepare our agents to exceed client expectations and deliver exceptional customer experiences. If you’re passionate about coaching, communication, and continuous improvement, we’d love to hear from you.

POSITION RESPONSIBILITIES

Key Responsibilities

• Deliver engaging training sessions for new hires and existing agents across multiple client accounts.
• Develop training materials, manuals, and e-learning content tailored to client-specific processes.
• Conduct onboarding, soft skills, product, and systems training in both in-person and virtual formats.
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with operations and quality teams to identify training needs and performance gaps.
• Maintain accurate training records and prepare reports for internal and client stakeholders.
• Stay current with BPO trends and best practices to continuously improve training delivery.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

• Bachelor’s degree in Education, Communications, or a related field (preferred).
• 2+ years of experience as a trainer in a BPO or high-volume contact center.
• Strong facilitation, communication, and interpersonal skills.
• Fluent in English and Spanish.
• Experience with Learning Management Systems (LMS) and virtual training tools.
• Proficiency in Microsoft Office and contact center platforms (e.g., CRM, dialers).
• Ability to manage multiple training batches in a fast-paced environment.
• Training certifications (e.g., Train-the-Trainer, Instructional Design) are a plus.

COMPENSATION DETAILS

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Benefits

• HMO Coverage plus a dependent (Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage)
• Dental Coverage (in-house assistance worth ₱5,000)
• Free meal during training
• Career growth and learning opportunities
• Allowances for rice, clothing, laundry, and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Enhancement of social skills with new contacts
• In-office rewards, raffles, recognition gifts, and treats

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

We look forward to receiving your application. Apply today!